Mgr Asst Customer Care

Carelon Global Solutions Philippines; Iloilo City; On-site; PHP 360,000 - 600,000; Full time

Job summary

Carelon Global Solutions Philippines is seeking an operations leader to serve as the primary point of contact for daily activities, drive issue resolution, and ensure achievement of goals and targets. You will conduct performance reviews, oversee staffing and scheduling, and coordinate with internal and external groups on program initiatives.

The role requires a BA/BS and at least 5 years in a call center environment, with proven leadership and people-management skills to coach a team of CCRs

Qualifications

• BA/BS required; 5 years in call center environment or equivalent background.
• Strong leadership and people-management skills.
• Ability to meet and sustain service metrics and coach staff.

Responsibilities

• Acts as the operations point of contact for day-to-day activities.
• Facilitates issue resolution and drives goals and targets.
• Leads performance reviews and participates in performance management initiatives.
• Liaisons with internal and external groups for program initiatives.
• Contributes to policies and processes impacting operations.
• Manages a CCR team to meet/exceed goals daily, weekly and monthly.
• Coordinates staffing and scheduling, including leaves and attrition.
• Hires, trains, coaches, counsels, and evaluates direct reports.

Skills

Leadership

Call center ops

Team management

Education

BA/BS

Job description

Responsible for serving as the operations point of contact in for day to day operations, including but not limited to, facilitating issue resolution, meeting goals and targets Primary duties may include, but are not limited to: Conducts Performance reviews and participates in performance management initiatives. Acts as a liaison for both internal and external groups for program initiatives. Contributes in creating, launching and driving critical account initiatives and programs. Provides inputs to policies and processes impacting the operations. Manages a team of CCR’s in the optimal execution of operations activities ensuring that each team member meets / exceeds their goals and metrics on a daily, weekly and monthly basis. Coordinates with workforce for staffing requirements and scheduling of agents given leaves, absences and attrition. Arranges schedules to meet the service metrics by efficiently handling the forecast and / or spikes in call. Hires, trains, coaches, counsels, and evaluates performance of direct reports.

Requires a BA/BS; 5 years of related experience in a call center environment; or any combination of education and experience, which would provide an equivalent background.